Onsite IT Support Technician

Onsite IT Support Technician

NTT DATA is seeking a customer-focused Onsite IT Support Technician to provide first-line technical support for end users, workplace technology, infrastructure, and endpoint devices at client locations. This role will handle incident resolution, service request fulfilment, workstation deployment, hardware and software troubleshooting, and onsite support while maintaining a high level of customer satisfaction. The successful candidate will serve as the primary onsite technical resource and collaborate closely with Level 2 and Level 3 support teams on complex issues.

Responsibilities:

• Provide onsite deskside support for desktops, laptops, mobile devices, printers, peripherals, and standard business applications.
• Diagnose and resolve hardware, software, operating system, and network connectivity issues in Microsoft Windows environments.
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Configure and support conferencing technologies and meeting-room equipment.
• Manage incidents and service requests through the IT service management platform, prioritising tickets according to SLA requirements.
• Document troubleshooting steps, resolutions, and technical findings, and escalate unresolved issues to Level 2 or specialised support teams.
• Provision, image, configure, deploy, replace, and support end-user devices, including workstation setups, moves, adds, and changes.
• Maintain hardware inventory and asset records, and coordinate warranty repairs and vendor support activities.
• Perform basic troubleshooting of wired and wireless connectivity, VPN access, printers, AV equipment, and server-room equipment as required.
• Support local site infrastructure under the direction of engineering teams.
• Follow established ITIL and service-management processes, participate in root-cause analysis, and support technology refresh and site initiatives.
• Provide clear, timely communication and a positive support experience for technical and non-technical users

Required Experience:

• Valid driver's licence and access to a car to travel between the locations within the scope of the role.
• 3+ years of experience in IT support, help desk, field support, or desktop support.
• Experience supporting Windows 10/11, Microsoft 365, Active Directory, hardware, printers, and peripherals.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Remedy, or an equivalent system.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Strong customer-service orientation and excellent verbal and written communication skills.
• Analytical and structured troubleshooting approach, with the ability to work independently onsite.
• Strong organisation and time-management skills, with the ability to prioritise multiple tasks in a fast-paced environment.

Nice-to-Have:

• Experience supporting enterprise environments with more than 500 users.
• Experience with Microsoft Intune, SCCM/MECM, or other endpoint-management platforms.

Tools & Technologies:

• Windows 10/11, Microsoft 365, Outlook, Teams, Word, Excel, and PowerPoint.
• Active Directory, ServiceNow, Remedy, or equivalent ITSM/ticketing systems.
• Intune, SCCM/MECM, endpoint-management platforms, VPN, TCP/IP, DNS, and DHCP.
• Desktops, laptops, mobile devices, printers, peripherals, conferencing technology, and AV equipment.

Education & Certifications:

• Associate's degree in information technology, Computer Science, or a related field, or equivalent work experience, preferred.
• CompTIA A+ or Network+ certification, preferred.
• Microsoft Modern Desktop Administrator certification, preferred.
• ITIL Foundation certification, preferred.

Required Equipment:

This role requires the use of a personal laptop. Candidates must be comfortable with company security software and device management tools being installed on their laptop as part of the onboarding process and for the duration of the engagement.

About NTT DATA:

NTT DATA is a Top 5 global IT services provider with more than 190,000 professionals across 50+ countries. We combine industry expertise with capabilities in consulting, technology, AI, cloud, applications, infrastructure, and connectivity to help organizations innovate, optimize, and transform. Through responsible innovation, we deliver meaningful business outcomes, accelerate client success, and create a positive impact on society.

Equal Opportunity Employer:

NTT DATA is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT DATA is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.

Req ID: 1363